replying-all to inbound email

[patricktivnan]

HI,

So we have customers that email different support distros for various issues. Our service-now email as well as other admins emails are apart of these distros. I created an inbound action to create incident tickets based off what distros are being mailed. This part is working fine. See my condition and code below..

Condition:

email.to.toLowerCase().indexOf("email1@test.com") >= 0 || email.to.toLowerCase().indexOf("email2@test.com") >= 0 || email.to.toLowerCase().indexOf("email3@test.com") >= 0 || email.to.toLowerCase().indexOf("email4@test.com") >= 0

current.caller_id = gs.getUserID();

current.short_description = email.subject;

current.description = "Received from: " + email.origemail + " From: " + email.from + "\n\n" + email.body_text;

current.assignment_group.setDisplayValue("NOC/Ad Services");

current.incident_state = 1;

current.insert();

Workflow is like this:

User -> Email1@test.com --> triggered inbound email --> ticket created.

Now, my dilemma is that when someone from Email1@test.com distro decides to reply all, the inbound action script triggers again. Reason is SN thinks that its a New Email being processed because there is no present watermark in this email thread.

So is there a way that SN can reply-all to the email thread when my inbound action is triggered? This way the watermark is entered into this thread, and any replies will be known as a 'reply' by the SN system. Keep in mind the original customer may add other users that is why I want to reply-all to the original email that was sent. I am not sure how to work this with an event/email notification system that SN has.

Thanks!

[Brad Tilton]

Hi Patrick,

Since ServiceNow has to injest the email and create a new email I don't think it can effectively reply to an email. However, I have seen some people do some creative things with trying to match email subject lines (and possibly recipients) to existing open incidents. You could also look at a process to merge incidents once their created or use a an email staging table so you don't get duplicate incidents. None of these are perfect solutions, unfortunately.

[patricktivnan]

So there is no way to reply-all to an inbound email? I mean I don't have to replay-all. I just want to email everyone back that was originally emailed to. It can be anyway, just as long as it does not create a new ticket each time someone replies to an email thread.

[patricktivnan]

I'm thinking there is something I can do to my inbound script to trigger a reply all action. I know I can create an event or email notification just don't know how I can reply all with my email notification.

[justin_drysdale]

The "email.to" object contains all of the To: and CC: addresses.